1. Tangibles vs. Intangibles in Service Products:

• Tangibles: These are the physical elements of a service that you can see, touch, or hear. Examples include the ambiance of a restaurant, the cleanliness of a hotel room, the packaging of a product, or the uniform of a waiter.
• Intangibles: These are the non-physical elements of a service that you experience emotionally or mentally. Examples include the friendliness of the staff, the efficiency of the process, the helpfulness of the information provided, and the overall feeling of satisfaction.

2. Defining Service:

Service can be defined as the act of providing value to a customer by fulfilling their needs or wants. This can be done through tangible or intangible means, and can occur in a variety of settings, from businesses to personal relationships.

3. Components of Good and Bad Service:

Good Service:

• Efficiency: Customers are helped quickly and without unnecessary delays.
• Accuracy: Orders are correct, information is accurate, and tasks are completed properly.
• Friendliness: Staff are polite, helpful, and welcoming.
• Empathy: Staff understand and acknowledge customer concerns and frustrations.
• Personalization: Service is tailored to individual customer needs and preferences.
• Problem-solving: Issues are addressed promptly and effectively.

Bad Service:

• Inefficiency: Customers have to wait excessively or repeat themselves to be understood.
• Inaccuracy: Orders are wrong, information is misleading, and tasks are completed incorrectly.
• Rudeness: Staff are dismissive, unhelpful, or disrespectful.
• Lack of empathy: Staff are indifferent to customer concerns and frustrations.
• Impersonality: Service is generic and does not cater to individual needs.
• Unresolved problems: Issues are not addressed or are handled poorly.

Components of Bad Service Due to Unmet Expectations:

Several components of bad service relate to not getting something you expected or wanted. These include:

• Broken promises: The service provider fails to deliver on what they promised, such as a guaranteed delivery time or a specific outcome.
• Hidden fees or charges: Unexpected costs are added to the bill, which were not communicated upfront.
• False advertising: The service is misrepresented in marketing materials, leading to disappointment when expectations are not met.
• Lack of transparency: Information is withheld or obfuscated, making it difficult for customers to understand what they are getting.

By understanding the components of good and bad service, both providers and customers can work towards creating positive and mutually beneficial experiences.